IT Level 1 Service Desk Analyst

MVC Resources; Shah Alam; On-site; MYR 42,000 - 66,000; Full time

Job summary

MVC Resources is seeking an IT Support Specialist in Shah Alam to join our service desk. The role provides Level 1 end-user support across desktops, laptops, mobile devices and collaboration tools, with emphasis on rapid incident resolution and adherence to SLAs.

You will manage Microsoft 365 support, Active Directory administration and endpoint lifecycle tasks, collaborating with IT teams and external providers while maintaining accurate documentation and contributing to process improvements.

Qualifications

• Minimum 1 year of relevant IT experience in a service desk, desktop support or IT support environment.
• Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
• Basic understanding of Active Directory, DNS and DHCP.
• Basic understanding of networking concepts, including routers, switches, firewalls, wireless networks and WAN.
• Experience working with IT Service Management / Service Desk tools.
• Experience with remote-support tools such as TeamViewer or equivalent.
• Familiarity with endpoint management, including desktops/laptops, user profiles and software deployment.
• Exposure to WSUS, enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.
• Knowledge of Microsoft, VMware or Cisco technologies will be an advantage.
• Relevant Microsoft, VMware, Cisco or other IT certifications will be highly regarded.

Responsibilities

• Provide Level 1 technical support to end users across desktops, laptops, mobile devices and collaboration platforms.
• Manage and resolve incidents, service requests and access requests through the ITSM platform within agreed SLAs.
• Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and Microsoft Office applications.
• Troubleshoot and administer user accounts, permissions and group memberships within Active Directory environments.
• Support endpoint lifecycle management, including device provisioning, software deployment, patching, asset management and hardware replacement.
• Diagnose and resolve hardware, software, operating system, network connectivity, printer and peripheral issues.
• Support endpoint management and security solutions such as Microsoft Intune, CrowdStrike and endpoint compliance policies.
• Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.
• Collaborate with internal IT teams, vendors and third-party service providers to resolve escalated technical issues.
• Maintain accurate IT documentation, knowledge articles, asset records and operational procedures.
• Support technology refreshes, infrastructure upgrades, migrations and other IT projects when required.
• Identify recurring technical issues and contribute ideas for process improvements, automation and self-service solutions.
• Monitor user feedback and service trends to help improve the overall IT support experience.
• Ensure all IT activities comply with organisational IT policies, security standards and data protection requirements.

Skills

Communication skills

Customer-focused

Analytical problem solving

Teamwork

Proactive escalation

Ownership/accountability

Remote support

Documentation

Attention to detail

Tools

Windows OS

Microsoft 365

Active Directory

DNS/DHCP

ITSM tools

TeamViewer

Lansweeper

WSUS

Endpoint security

Job description

• Provide Level 1 technical support to end users across desktops, laptops, mobile devices and collaboration platforms.


• Manage and resolve incidents, service requests and access requests through the IT Service Management (ITSM) platform within agreed SLAs.


• Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and Microsoft Office applications.


• Troubleshoot and administer user accounts, permissions and group memberships within Active Directory environments.


• Support endpoint lifecycle management, including device provisioning, software deployment, patching, asset management and hardware replacement.


• Diagnose and resolve hardware, software, operating system, network connectivity, printer and peripheral issues.


• Support endpoint management and security solutions such as Microsoft Intune, CrowdStrike and endpoint compliance policies.


• Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.


• Collaborate with internal IT teams, vendors and third-party service providers to resolve escalated technical issues.


• Maintain accurate IT documentation, knowledge articles, asset records and operational procedures.


• Support technology refreshes, infrastructure upgrades, migrations and other IT projects when required.


• Identify recurring technical issues and contribute ideas for process improvements, automation and self-service solutions.


• Monitor user feedback and service trends to help improve the overall IT support experience.


• Ensure all IT activities comply with organisational IT policies, security standards and data protection requirements.

Requirements

Experience & Technical Skills

• Minimum 1 year of relevant IT experience in a service desk, desktop support or IT support environment.


• Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.


• Basic understanding of Active Directory, DNS and DHCP.


• Basic understanding of networking concepts, including routers, switches, firewalls, wireless networks and WAN.


• Experience working with IT Service Management / Service Desk tools.


• Experience with remote-support tools such as TeamViewer or equivalent.


• Familiarity with endpoint management, including desktops/laptops, user profiles and software deployment.


• Exposure to WSUS, enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.


• Knowledge of Microsoft, VMware or Cisco technologies will be an advantage.


• Relevant Microsoft, VMware, Cisco or other IT certifications will be highly regarded.

Soft Skills

• Strong communication and interpersonal skills with the ability to work effectively with users at different levels.


• Customer-focused with a professional and service-oriented approach.


• Strong analytical, troubleshooting and problem-solving abilities.


• Ability to work effectively as part of a team.


• Proactive approach to escalation, issue reporting and project updates.


• Comfortable supporting wider IT infrastructure and operational projects when required.


• Strong sense of ownership and accountability when managing user issues.